Rogers Cables

Situation psychoanalysis
Rogers Cables was Canadas largest cable television provider since its root in the 1970s. RC enjoyed a relatively monopolistic market stand up in Canada. However, after the Canadian telecommunications compevery started opening up the market gradually for competition and the Canadian Telecommunications Act of 1993 was vagabond into action, Rogers Cables began facing competition levels. Moreover, the relationship with the customers has been deteriorating lately causing to a greater extent problems to RCs market standing
The process of service calls has been illustrated in depict 1. Every time there was an installation call, Rogers Cable incurred $6 on account for overhead and labor charges. The technician would go to the customers home for installation which would cost $50. Moreover, if there were fleck truck calls for service calls, another $50 was to be spent. Analysis showed that there was almost 16% of second truck rolls to houses indoors 30 days of installation. Customer service was poor. Almost 20% customers were dissatisfied with Rogers Cable services. Therefore, it was a critical for Rogers to provide bust customer service to ensure customer loyalty and pleasure.
trouble Definition
The major problem that Rogers Cable is facing is with regard to the sideboard on investment.



The major business dilemma was how to reduce diffuseness of the repeat service calls. The company has to ensure customer satisfaction as at present 20% of customers are ungratified with the services. Also, they can shift to another company at any time.
Another problem is that because of the increased truck rolls. Every truck roll, including the second truck roll, burns an amount of $50 from RCs account. This expense is more evident as the frequency of the truck rolls is higher, thus leading to very high levels of financial waste.
The fund levels of parts are not sufficient and there was a lack of specialized tools for the technicians. It was also found that there was no...If you requirement to get a full essay, order it on our website: Orderessay



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